ITIL® can help organisations to survive a recession and thrive in a stronger economy

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Service management frameworks such as ITIL take the approach that business services deliver the best results, for the lowest costs, when they are run as a set of closely managed processes.

There's no doubt that the last year or so has been especially tough for organisations. Organisations can no longer afford inefficiency - especially in the provision of internal or external IT services, since these can represent quite a proportion of an organisation's running costs (often around 7%).

ITIL service management can help

Cutting IT costs only provides a temporary solution at best - since, fundamentally, the business needs IT and IT services; cutting costs only saves money by reducing or removing those services.

Service management frameworks such as ITIL take a different approach. Such frameworks accept that IT services are a necessary part of business operations, but firmly take the approach that these deliver the best results, for the lowest costs, when they are run as a set of closely managed processes.

Can ITIL really help to reduce costs?

According to research, when properly implemented ITIL can significantly reduce the cost of the provision of IT services and support. For example, according to a research study carried out in 2008 by Glomark-Governan, implementing ITIL can:

reduce helpdesk calls by between 8% and 14%.
reduce overall IT support costs by between 16% and 32%.
Reduce the number of failed changes from improved testing by between 15% and 27%.
reduce the number of recurring incidents by between 7% and 13%.
decrease user downtime (as a result of better incident management) by between 10% and 28%.
reduce average incident resolution time by between 28% and 48%.
improve recovery after a disaster by between 40% and 74%.

The ITIL economic advantage

These benefits provide a dual advantage to organisations. In lean times, they ensure that IT services are as efficient as possible and as cost-effective as possible - so cost-cutting (other than the usual temporary purchase freezes) shouldn't be required since IT services are already running at peak efficiency. In good times, they ensure that the organisation is as effective and competitive as possible.

The fact is, every activity within a business represents a cost - and IT is no exception. But within a proven ITIL framework, organisations can not only reduce costs, but also improve service - in a way that doesn't restrict the organisation's ability to trade.

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QA provides PRINCE2 training, project management training, Microsoft training, Cisco training plus an extensive range of 1500 other courses covering all areas of IT, project management, service management, business applications and professional development. We provide PRINCE2 training and all courses in locations including London, Bristol, Reading, Milton Keynes, Birmingham, Leeds, Manchester, Newcastle, Glasgow, Edinburgh, Ireland plus online eLearning and virtual learning.

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